Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Party Center Software (PCS, part of the Fullsteam organization, is a full‑featured facility management and online booking software provider that specializes in serving the family entertainment center (FEC) industry. Since its founding in 1998, PCS has grown out of hands‑on experience in operating an indoor play center, and today offers tools such as online booking, point‑of‑sale, digital waivers, credit card processing, reporting, marketing services, and website design to help entertainment venues streamline operations and boost revenue. Backed by a commitment to customer success, PCS supports businesses like amusement parks, arcades, trampoline parks, indoor playgrounds, skating rinks, and cinemas in automating workflows, enhancing guest experience, and scaling their party/event business.

Job Summary:

Party Center Software (PCS) is seeking a dynamic and customer focused Customer Success Manager to join our growing team. As a key liaison between our company and our valued clients in the family entertainment center (FEC) industry, the Customer Success Manager will ensure an exceptional customer experience by driving product adoption, guiding onboarding and training, resolving issues, and proactively managing account health. This role requires a strong communicator with a passion for helping businesses succeed using our suite of tools, including online booking, POS systems, digital waivers, and more. The ideal candidate is enthusiastic, self-motivated, and thrives in a collaborative, fast-paced, and service oriented environment.

Primary Responsibilities:

• Manage a portfolio of customer accounts to ensure successful adoption and ongoing satisfaction

• Guide new clients through onboarding, training, and implementation processes

• Monitor customer usage data to identify risks, opportunities, and expansion potential

• Serve as the primary point of contact for client inquiries, feedback, and escalations

• Proactively provide product education, best practices, and tailored recommendations

• Collaborate with Sales, Support, and Product teams to ensure customer needs are met

• Conduct regular check-ins and business reviews with key stakeholders

• Advocate for customer needs by communicating feedback to internal teams

• Track and report on customer success metrics, including churn, satisfaction, and engagement

Skills & Competencies:

• Exceptional communication and interpersonal skills

• Strong problem-solving and critical thinking abilities

• High level of empathy and a customer-first mindset

• Ability to manage multiple projects and priorities simultaneously

• Proficiency in using CRM tools and customer success platforms (e.g., HubSpot, Salesforce)

• Familiarity with SaaS business models and subscription-based services

• Comfort with technical concepts and software platforms

• Proactive, self-starter attitude with a drive to exceed expectations

Minimum Qualifications:

• 6+ years of experience in customer success, account management, or a related role

• Experience working in SaaS, tech, or software environments

• Bachelor’s degree or equivalent work experience

• Demonstrated success in managing customer relationships and driving retention

• Availability to work during core U.S. business hours

• Excellent written and verbal communication skills

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.